lokalni.ailokalni.ai⁄Umí agenti česky? Část 3: Zákaznická podpora

English vs Czech · task 51

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Customer briefuser simulator only
reason for call
You want to return the digital camera that you received. You guess that the order number is #W8855135, but you're not 100% sure. Insist that you want to return the camera and get a refund to the original payment method.
known to the user
You are Sofia Li, residing in San Antonio, 78260.
deliberately unknown
You do not remember your email address
how to behave
.
What L2 Interaction changedboth, differently
appended to the agent's policy (agent_system):
You must respond to the user entirely in the same language they use. If the user writes in Czech, you must reply in Czech. If the task mentions actions the user can perform on their own device, ask the user to do them in plain language rather than treating them as tools. Authentication and identifiers: never invent or guess identifiers, email addresses, names, zip codes, order IDs, product IDs, item IDs, or payment method IDs.
prepended to the customer brief (user_system):
You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.
opening turn (greeting):
English:
Hi! How can I help you today?
Czech:
Dobrý den! Jak vám mohu dnes pomoci?
Everything else — task, tools, policy body, database, seed — is identical between the two columns.
Agent policy (system prompt)agent only
# Retail agent policy As a retail agent, you can help users: - **cancel or modify pending orders** - **return or exchange delivered orders** - **modify their default user address** - **provide information about their own profile, orders, and related products** At the beginning of the conversation, you have to authenticate the user identity by locating their user id via email, or via name + zip code. This has to be done even when the user already provides the user id. Once the user has been authenticated, you can provide the user with information about order, product, profile information, e.g. help the user look up order id. You can only help one user per conversation (but you can handle multiple requests from the same user), and must deny any requests for tasks related to any other user. Before taking any action that updates the database (cancel, modify, return, exchange), you must list the action details and obtain explicit user confirmation (yes) to proceed. You should not make up any information or knowledge or procedures not provided by the user or the tools, or give subjective recommendations or comments. You should at most make one tool call at a time, and if you take a tool call, you should not respond to the user at the same time. If you respond to the user, you should not make a tool call at the same time. You should deny user requests that are against this policy. You should transfer the user to a human agent if and only if the request cannot be handled within the scope of your actions. To transfer, first make a tool call to transfer_to_human_agents, and then send the message 'YOU ARE BEING TRANSFERRED TO A HUMAN AGENT. PLEASE HOLD ON.' to the user. ## Domain basic - All times in the database are EST and 24 hour based. For example "02:30:00" means 2:30 AM EST. ### User Each user has a profile containing: - unique user id - email - default address - payment methods. There are three types of payment methods: **gift card**, **paypal account**, **credit card**. ### Product Our retail store has 50 types of products. For each **type of product**, there are **variant items** of different **options**. For example, for a 't-shirt' product, there could be a variant item with option 'color blue size M', and another variant item with option 'color red size L'. Each product has the following attributes: - unique product id - name - list of variants Each variant item has the following attributes: - unique item id - information about the value of the product options for this item. - availability - price Note: Product ID and Item ID have no relations and should not be confused! ### Order Each order has the following attributes: - unique order id - user id - address - items ordered - status - fullfilments info (tracking id and item ids) - payment history The status of an order can be: **pending**, **processed**, **delivered**, or **cancelled**. Orders can have other optional attributes based on the actions that have been taken (cancellation reason, which items have been exchanged, what was the exchane price difference etc) ## Generic action rules Generally, you can only take action on pending or delivered orders. Exchange or modify order tools can only be called once per order. Be sure that all items to be changed are collected into a list before making the tool call!!! ## Cancel pending order An order can only be cancelled if its status is 'pending', and you should check its status before taking the action. The user needs to confirm the order id and the reason (either 'no longer needed' or 'ordered by mistake') for cancellation. Other reasons are not acceptable. After user confirmation, the order status will be changed to 'cancelled', and the total will be refunded via the original payment method immediately if it is gift card, otherwise in 5 to 7 business days. ## Modify pending order An order can only be modified if its status is 'pending', and you should check its status before taking the action. For a pending order, you can take actions to modify its shipping address, payment method, or product item options, but nothing else. ### Modify payment The user can only choose a single payment method different from the original payment method. If the user wants the modify the payment method to gift card, it must have enough balance to cover the total amount. After user confirmation, the order status will be kept as 'pending'. The original payment method will be refunded immediately if it is a gift card, otherwise it will be refunded within 5 to 7 business days. ### Modify items This action can only be called once, and will change the order status to 'pending (items modifed)'. The agent will not be able to modify or cancel the order anymore. So you must confirm all the details are correct and be cautious before taking this action. In particular, remember to remind the customer to confirm they have provided all the items they want to modify. For a pending order, each item can be modified to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. ## Return delivered order An order can only be returned if its status is 'delivered', and you should check its status before taking the action. The user needs to confirm the order id and the list of items to be returned. The user needs to provide a payment method to receive the refund. The refund must either go to the original payment method, or an existing gift card. After user confirmation, the order status will be changed to 'return requested', and the user will receive an email regarding how to return items. ## Exchange delivered order An order can only be exchanged if its status is 'delivered', and you should check its status before taking the action. In particular, remember to remind the customer to confirm they have provided all items to be exchanged. For a delivered order, each item can be exchanged to an available new item of the same product but of different product option. There cannot be any change of product types, e.g. modify shirt to shoe. The user must provide a payment method to pay or receive refund of the price difference. If the user provides a gift card, it must have enough balance to cover the price difference. After user confirmation, the order status will be changed to 'exchange requested', and the user will receive an email regarding how to return items. There is no need to place a new order.
User-simulator guidelinesuser simulator only
# User Simulation Guidelines You are playing the role of a customer contacting a customer service representative. Your goal is to simulate realistic customer interactions while following specific scenario instructions. ## Core Principles - Generate one message at a time, maintaining natural conversation flow. - Strictly follow the scenario instructions you have received. - Never make up or hallucinate information not provided in the scenario instructions. Information that is not provided in the scenario instructions should be considered unknown or unavailable. - Avoid repeating the exact instructions verbatim. Use paraphrasing and natural language to convey the same information - Disclose information progressively. Wait for the agent to ask for specific information before providing it. ## Task Completion - The goal is to continue the conversation until the task is complete. - If the instruction goal is satisified, generate the '###STOP###' token to end the conversation. - If you are transferred to another agent, generate the '###TRANSFER###' token to indicate the transfer. - If you find yourself in a situation in which the scenario does not provide enough information for you to continue the conversation, generate the '###OUT-OF-SCOPE###' token to end the conversation. Remember: The goal is to create realistic, natural conversations while strictly adhering to the provided instructions and maintaining character consistency.
prepended to the customer brief by --lang-components user_system. Reconstructed from seatau.translation.language: unlike the agent policy, this text is not recorded in results.json.
You must converse with the agent entirely in Czech (čeština). Do not use English except for proper nouns, product IDs, or technical terms that have no Czech equivalent. However, always use English for the following: tool names, tool argument names, and any argument values that are system-defined and non-translatable — including entity identifiers (e.g., IDs, reference codes, alphanumeric keys), enumerated constants (e.g., predefined status values, option keys, category codes), and any fixed string that serves as a valid system input rather than natural language.
How this was gradedneither party
database actions required
  • find_user_id_by_name_zip({"first_name": "Sofia", "last_name": "Li", "zip": "78260"})
  • get_order_details({"order_id": "#W8855135"})
  • get_product_details({"product_id": "8940227892"})
  • get_user_details({"user_id": "sofia_li_9219"})
  • get_order_details({"order_id": "#W4689314"})
  • return_delivered_order_items({"order_id": "#W4689314", "item_ids": ["5996159312"], "payment_method_id": "credit_card_8105988"})
reward basis
DB, NL_ASSERTION

English

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (7/7 turns in en) · 367s · user_stop
agent
Hi! How can I help you today?
user
Hi there! I'd like to return a digital camera I received and get a refund back to my original payment method, please.
agent
Hello! I'd be happy to help you with returning your digital camera. To get started, I need to authenticate your identity first. Could you please provide your email address associated with your account?
user
Oh, hmm, I actually don't remember which email address I used for the order. Is there another way you can look me up? My name is Sofia Li.
agent
I can help you look up your account using your name and zip code. I have your first name as "Sofia" and last name as "Li". Could you please provide your zip code so I can locate your account?
user
Sure, it's 78260, in San Antonio.
agent
→ find_user_id_by_name_zip({"first_name": "Sofia", "last_name": "Li", "zip": "78260"})
tool result
sofia_li_9219
agent
→ get_user_details({"user_id": "sofia_li_9219"})
tool result
{"user_id": "sofia_li_9219", "name": {"first_name": "Sofia", "last_name": "Li"}, "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "email": "sofia.li7352@example.com", "payment_methods": {"paypal_8194385": {"source": "paypal", "id": "paypal_8194385"}, "credit_card_3951670": {"source": "credit_card", "id": "credit_card_3951670", "brand": "visa", "last_four": "6791"}, "credit_card_8105988": {"source": "credit_card", "id": "credit_card_8105988", "brand": "mastercard", "last_four": "8484"}}, "orders": ["#W4689314", "#W8855135", "#W3916020", "#W5416052"]}
agent
→ get_order_details({"order_id": "#W4689314"})
tool result
{"order_id": "#W4689314", "user_id": "sofia_li_9219", "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "items": [{"name": "Digital Camera", "product_id": "8940227892", "item_id": "5996159312", "price": 2895.55, "options": {"resolution": "24MP", "zoom": "3x", "storage": "SD card"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["689944590938"], "item_ids": ["5996159312"]}], "payment_history": [{"transaction_type": "payment", "amount": 2895.55, "payment_method_id": "credit_card_8105988"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
I found your account, Sofia! I can see you have a delivered order (#W4689314) that contains a Digital Camera with the following details: - Item ID: 5996159312 - Options: 24MP resolution, 3x zoom, SD card storage - Price: $2,895.55 - Original payment method: Mastercard ending in 8484 You mentioned you want to return this digital camera and get a refund back to your original payment method (the Mastercard ending in 8484). To proceed with the return, I need your explicit confirmation. Please confirm: - Order ID: #W4689314 - Item to return: Digital Camera (item ID: 5996159312) - Refund method: Original payment method (credit_card_8105988) After confirmation, the order status will be changed to 'return requested', and you will receive a follow-up email with instructions on how and where to return the item. Do you confirm you want to proceed with this return? Please respond with "yes" to confirm.
user
Hmm, wait — I thought my order number was #W8855135, but I wasn't totally sure. Are you certain #W4689314 is the right one? I just want to make sure we're returning the correct camera.
agent
→ get_order_details({"order_id": "#W8855135"})
tool result
{"order_id": "#W8855135", "user_id": "sofia_li_9219", "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "items": [{"name": "Air Purifier", "product_id": "3821016478", "item_id": "4035304400", "price": 504.19, "options": {"room size": "medium", "filter type": "HEPA", "features": "smart sensors"}}, {"name": "Hiking Boots", "product_id": "7363354090", "item_id": "1437889264", "price": 258.09, "options": {"size": "7", "material": "synthetic", "waterproof": "no"}}, {"name": "Skateboard", "product_id": "1968349452", "item_id": "3098764622", "price": 202.13, "options": {"deck material": "plastic", "length": "34 inch", "design": "plain"}}, {"name": "Yoga Mat", "product_id": "4635925001", "item_id": "2733768059", "price": 94.38, "options": {"thickness": "6mm", "material": "natural rubber", "color": "pink"}}], "status": "pending", "fulfillments": [], "payment_history": [{"transaction_type": "payment", "amount": 1058.79, "payment_method_id": "credit_card_3951670"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
I understand your concern. Let me clarify: Order #W8855135 contains: - Air Purifier - Hiking Boots - Skateboard - Yoga Mat This order does NOT contain a digital camera, and its status is "pending" (not delivered), so it cannot be returned. Order #W4689314 contains: - Digital Camera (24MP resolution, 3x zoom, SD card storage) This order has a status of "delivered", which is required for returns. So #W4689314 is indeed the correct order for returning the digital camera. To proceed with the return, I need your explicit confirmation: - Order ID: #W4689314 - Item to return: Digital Camera (item ID: 5996159312) - Refund method: Original payment method (Mastercard ending in 8484) Do you confirm you want to proceed with this return? Please respond with "yes" to confirm.
user
Oh, I see — that makes sense now. I must have mixed up the order numbers. Yes, I confirm I want to return the digital camera from order #W4689314 and get the refund back to my original payment method, the Mastercard ending in 8484.
agent
→ return_delivered_order_items({"item_ids": ["5996159312"], "order_id": "#W4689314", "payment_method_id": "credit_card_8105988"})
tool result
{"order_id": "#W4689314", "user_id": "sofia_li_9219", "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "items": [{"name": "Digital Camera", "product_id": "8940227892", "item_id": "5996159312", "price": 2895.55, "options": {"resolution": "24MP", "zoom": "3x", "storage": "SD card"}}], "status": "return requested", "fulfillments": [{"tracking_id": ["689944590938"], "item_ids": ["5996159312"]}], "payment_history": [{"transaction_type": "payment", "amount": 2895.55, "payment_method_id": "credit_card_8105988"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": ["5996159312"], "return_payment_method_id": "credit_card_8105988"}
agent
Your return has been successfully processed! Here are the details: - Order ID: #W4689314 - Item returned: Digital Camera (24MP resolution, 3x zoom, SD card storage) - Refund amount: $2,895.55 - Refund method: Mastercard ending in 8484 The order status has been changed to "return requested". You will receive a follow-up email shortly with detailed instructions on how and where to return the item. Is there anything else I can help you with today?
user
That's all I needed, thank you so much for your help! I'll keep an eye out for that email with the return instructions. Have a great day!
agent
You're very welcome, Sofia! I'm glad I could help you process the return for your digital camera. Just keep an eye on your inbox for the email with the return instructions, and the refund will be processed to your Mastercard once the return is completed. Have a wonderful day, and feel free to reach out if you need any assistance in the future!
user
###STOP###

Czech

reward 1.00 · DB 1.00 · NL_ASSERTION 1.00 · language 1.00 (4/4 turns in cs) · 89s · user_stop
Czech language judge: 0 major 2 minor
agent
Dobrý den! Jak vám mohu dnes pomoci?
user
Dobrý den! Chtěla bych vrátit digitální fotoaparát, který mi nedávno dorazil, a potřebovala bych vrátit peníze zpět na původní platební metodu. Můžete mi s tím prosím pomoci?
agent
Dobrý den! Rád vám pomohu s vrácením digitálního fotoaparátu. Nejprve však musím ověřit vaši identitu. Můžete mi prosím poskytnout svou e-mailovou adresu, kterou jste použili při objednávce?
user
Bohužel si svou e-mailovou adresu nepamatuji. Mohu vám ale poskytnout jiné údaje k ověření – jmenuji se Sofia Li a bydlím v San Antoniu, PSČ 78260. Pomohlo by to?
agent
→ find_user_id_by_name_zip({"first_name": "Sofia", "last_name": "Li", "zip": "78260"})
tool result
sofia_li_9219
agent
→ get_user_details({"user_id": "sofia_li_9219"})
tool result
{"user_id": "sofia_li_9219", "name": {"first_name": "Sofia", "last_name": "Li"}, "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "email": "sofia.li7352@example.com", "payment_methods": {"paypal_8194385": {"source": "paypal", "id": "paypal_8194385"}, "credit_card_3951670": {"source": "credit_card", "id": "credit_card_3951670", "brand": "visa", "last_four": "6791"}, "credit_card_8105988": {"source": "credit_card", "id": "credit_card_8105988", "brand": "mastercard", "last_four": "8484"}}, "orders": ["#W4689314", "#W8855135", "#W3916020", "#W5416052"]}
agent
→ get_order_details({"order_id": "#W4689314"})
tool result
{"order_id": "#W4689314", "user_id": "sofia_li_9219", "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "items": [{"name": "Digital Camera", "product_id": "8940227892", "item_id": "5996159312", "price": 2895.55, "options": {"resolution": "24MP", "zoom": "3x", "storage": "SD card"}}], "status": "delivered", "fulfillments": [{"tracking_id": ["689944590938"], "item_ids": ["5996159312"]}], "payment_history": [{"transaction_type": "payment", "amount": 2895.55, "payment_method_id": "credit_card_8105988"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": null, "return_payment_method_id": null}
agent
Dobrý den, Sofia! Na základě vašich údajů jsem našla vaši objednávku #W4689314, která obsahuje digitální fotoaparát (rozlišení 24MP, zoom 3x, úložiště SD karta) za cenu 2895,55 USD. Objednávka má status "delivered" (doručeno), takže ji lze vrátit. Pro vrácení potřebuji potvrdit následující detaily: - Objednávka: #W4689314 - Položka k vrácení: Digitální fotoaparát (item_id: 5996159312) - Platební metoda pro vrácení peněz: Původní platební metoda (Mastercard končící na 8484) Po potvrzení bude status objednávky změněn na "return requested" a obdržíte e-mail s instrukcemi, jak a kam položku vrátit. Potvrzujete, že chcete provést vrácení těchto položek? Odpovězte "ano" pro potvrzení.
user
Ano, potvrzuji, že chci vrátit tento digitální fotoaparát a chci, aby peníze byly vráceny na původní platební metodu. Děkuji!
agent
→ return_delivered_order_items({"item_ids": ["5996159312"], "order_id": "#W4689314", "payment_method_id": "credit_card_8105988"})
tool result
{"order_id": "#W4689314", "user_id": "sofia_li_9219", "address": {"address1": "786 Elm Street", "address2": "Suite 546", "city": "San Antonio", "country": "USA", "state": "TX", "zip": "78260"}, "items": [{"name": "Digital Camera", "product_id": "8940227892", "item_id": "5996159312", "price": 2895.55, "options": {"resolution": "24MP", "zoom": "3x", "storage": "SD card"}}], "status": "return requested", "fulfillments": [{"tracking_id": ["689944590938"], "item_ids": ["5996159312"]}], "payment_history": [{"transaction_type": "payment", "amount": 2895.55, "payment_method_id": "credit_card_8105988"}], "cancel_reason": null, "exchange_items": null, "exchange_new_items": null, "exchange_payment_method_id": null, "exchange_price_difference": null, "return_items": ["5996159312"], "return_payment_method_id": "credit_card_8105988"}
agent
Vaše žádost o vrácení byla úspěšně zpracována. Status objednávky #W4689314 byl změněn na "return requested". Peníze ve výši 2895,55 USD budou vráceny na vaši původní platební metoduMINORCalque from English "refunded to your original payment method". In Czech you return money to a card or account, not "onto a payment method". A native would write e.g. "budou vám vráceny na kartu, kterou jste platili" or "na účet, ze kterého byla platba provedena". (Mastercard končící na 8484). Brzy obdržíte následující e-mailMINOR"Následující" ("the following") is used in Czech to introduce content quoted immediately below; here nothing follows and the intended meaning is "a follow-up / another email". A native would write "Brzy obdržíte další e-mail" or simply "Brzy obdržíte e-mail s podrobnými instrukcemi". s podrobnými instrukcemi, jak a kam digitální fotoaparát vrátit. Je pro vás ještě něco dalšího, s čím mohu pomoci?
user
Děkuji mnohokrát za vaši pomoc! To je vše, co jsem potřebovala. Přeji vám hezký den! ###STOP###
Same task, same tools, same policy, same database — the only difference is the conversation language. Divergence here is the L2 Interaction effect the benchmark is built to measure.